This is almost comical. Setting aside my own personal views on both Genetec and Verkada. We were doing this in the late 90's...this is a hack attempt at so called "integration". The Verkada team is clearly more worried about a sale than what is right for this customer. How does Verkada continue to get away with this kind of behavior? They are not good for the industry...plain and simple. Genetec is not the easiest to work with...they will on occasion create a custom integration for old DVR's and or other devices when pushed into a corner...but why would they consider empowering a competitor who prides themselves on locking in customers. Genetec is supposed to be "open" architecture, even though they continue to push their SV hardware down their channel's throats and threaten to pull dealerships and not offer discounts when an integrator buys a 3rd party hardware and operating system. But Genetec in this instance should not allow Verkada or any other entity like Verkada to have the ability for any hope of true integration.
Verkada Claims To Bring Verkada Into Genetec
Verkada aims to expand into enterprise physical security but many of those organizations use Genetec. How does Verkada deal with that?
In this note, we examine how Verkada pitched a city, plus Verkada and Genetec's responses to IPVM, and the challenges in integrating systems.
I've long called webpage/URL display capabilities in a VMS layout pane 'redneck integration'.
it aint actual integration but it lets your sales people pretend it's similar.
I asked ChatGPT for recommendations on what to call this, response:
There are many colloquialisms that can be used to describe something that is done poorly or not done right. Here are some examples:
Half-assed: This term means that something was done with minimal effort or care.
Botched: This term suggests that the task was done with a significant error or mistake that resulted in a poor outcome.
Messed up: This term implies that something was done in a disorderly or chaotic way that led to a negative result.
Screwed up: This term suggests that something was done in a way that caused a problem or made a situation worse.
Bungled: This term implies that a task was done clumsily or incompetently, resulting in an unsatisfactory outcome.
Fumbled: This term suggests that someone attempted to do something but failed to execute it properly.
Haphazard: This term implies that something was done in a random or careless way, without much thought or planning.
Slipshod: This term suggests that something was done in a careless, sloppy or negligent manner, resulting in a poor quality result.
A few years ago I spent about $3,000 purchasing equipment from different vendors to test and try. I wanted to learn the industry and become--not an expert--but more knowledgeable. I bought a Milestone Husky, Genetec, Verkada, I sourced some Hanwha cameras, Axis, even bought Avigilon ACS and a camera.
To this date I've installed and set up all of them except Genetec. I reached out to Genetec for some assistance on setting the solution up and Genetec was so openly disdainful of my mere existence that I boxed it back up and have since sworn never look their direction ever again.
Verkada gets dunked on routinely, as they should--but some of the legacy VMS' providers treat their customers equally awful in their own unique ways.
Genetec is pretty loyal to their integrators, and part of that is requiring that said integrators be certified with their product. They're hardly the only company that doesn't provide top to bottom tech support for end-users. Oftentimes manufacturers will only provide basic support - but system setup is a part of their certification program. It's part of an effort to protect the integrator of record for that customer, which helps drives sales/service for both Genetec and their integrators.
It's not a perfect situation for end-users, but it's an intentional business choice.
Save your keystrokes. Genetec treated me with such utter contempt that they’ll never have my (meager) business again.
never have my (meager) business again
You are a salesperson at a competitor. I don't understand your point here. You can totally despise Genetec but objecting to them not providing you personal support for buying a few licenses is strange, no?
All your general points (complexity, channel restriction, etc.) are perfectly reasonable to debate about Genetec but framing in this example does not help your case.
Btw, can we buy some from your company? And if not should we hold you in "utter contempt"?
I have begged my company to sell my solution to you through an authorized channel partner so that we can be tested by an objective source to see where we stand in the market.
My idea was rejected.
Before I left, I worked for an end user and we used genetec for license plate capture. It was an oolllld server, and failing. I said we should update and virtualize the server. Bosses said sure. But since we were an inhouse department, not contacting an integrator for that. I was worried Genetec wouldn't help me, as I had heard they didnt' really like helping end users.
But since we had an SSA, the person I got was very helpful.
I deal more with genetec now than I am back on the integrator side, and I've found them to be generally helpful, as long as you are certified. I may or may not have had to have pretended to be a coworker a few times before I got my own certification.
Even with some customers don't have an SSA, they are...harder to get in touch with, but still helpful. But that's just been my experience.
I've installed and set up all of them except Genetec. I reached out to Genetec for some assistance on setting the solution up and Genetec was so openly disdainful of my mere existence
... treat their customers equally awful
How did you buy Genetec software? I mainly ask because its quite hard to buy as a consumer.
Through a local security integrator.
How many licenses did you buy?
There's your problem. You bought your software from an integrator and called Genetec for support. You should be calling your integrator for support. If you want to call Genetec for support you need to go through the technical certification class that Genetec offers, then you can call them for support.
Undisclosed- Contact me, I can help and understand your aggravation!
Chris, while I am sure there is plenty to complain about with Genetec, in this case, it was a competitor buying a few licenses (i.e., he says he spent $3,000 buying products from 6 manufacturers). What was Genetec tech support supposed to do? Spend a few hours helping him to set it up? And to be clear, IPVM has long criticized Genetec's complexity but Genetec is also designed and marketed for enterprises, not a guy buying a few licenses.
We are getting away from the key point here with all this Genetec talk. The key point is that Verkada will say or do anything to lock someone into their product.
Hello. This is Julie Gauthier from Genetec and I am the Director of Technical Support.
I can confirm that if you are not certified, contacting your Genetec certified Channel Partner is the best course of actions. Also, it is my goal to ensure that any incoming inquiry by chat, GTAP (our portal) or call is followed up and addressed by my Team in a timely manner. If we receive an inquiry from a user that has not received certification training, we work actively to connect them with a Genetec certified Channel Partner that can help them with their deployment and/or help them to register for initial training so they are able to effectively deploy the system for their own needs. We have protocols to support all requests but it remains a priority to optimize support time and resources so they are available to our Genetec certified Channel partners."
I have disdain for Verkada as we all should but we are all missing the point. Reisa Elden is doing a great job, bypassing the obstacles that get in her way i.e. the local systems integrator who might try to recommend the right product. She is also going up as high as she can and getting to the folks making the buying decisions something most salespeople do not know how to do and her email was great - attempting to define the customers pain points and not getting into the weeds of product X, Y or Z but solutions. My salespeople should be doing this, but how can I complain - I can't find good ones and the ones I have don't. Love to see Genetec's folks be as good as Mrs. Reisa but they suck at this - to high on their horse. Avigilon in my territory does this and smokes Genetec getting to the end users with their BS. The other issue is Genetec, Avigilon et al still need systems integrators so they still balance their sales efforts/hours with local integrators but VERKADA's product devalues the local integrator - so they are not shy about not involving them at all and whomever is the sales manager at Verkada really has this dialed in IMO. I'd hire a Reisa in a second! So a lot of what I'm saying is sarcastic but sarcasm always has a hint of truth doesn't it?
NOTICE: This comment has been moved to its own discussion: Verkada Sales Rep Doing A Great Job... Verkada's Product Devalues The Local Integrator